I have a problem with my IT staff - they seem to have difficulty updating job details when something changes on a ticket or say they change a computer, from "in production", to "decomissioned". I am their IT Manager and even after repeatedly asking them, they co-operate for a while, and then its back to the old patterns again of "forgetting" to update the job or the asset register. Admittedly, they are absolutely snowed under with work, but aren't we all? To me, that is no excuse for not finishing off jobs properly.

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Oddly enough, it's the other way around here. There are 2 IT staff me and the director. I can't get HIM to use it for anything. I've got it running smoothly, I've got all of our tools in the My Tools section, all of our vendors in the IT Services section. It's getting backed up properly (he previously voiced concerns about using something like this and losing it all). From my perspective, the staff side that is . . . it's much easier to use to account for my actions. It's also easier to find everything in one place, like how I solved that problem 6 months ago. Maybe this will get easier when the knowledgebase gets implemented (did I just say that out loud). I wonder if there is anything I can do from my position to get my boss to use it more.

Sorry I don't have much advice, but I find it interesting that we have the same problem with the opposite side of IT. Maybe I'll just come work for you eh? Just kidding, I like my job.

If you can sell the idea to your boss based on those reasons you mentioned, you will be half way there. Just be careful to take the "you" and "me" out of the conversation to keep it objective and in 3rd person. ie not a good idea to say "why won't you update the jobs", say "It would be really beneficial if jobs were updated because of x or y reasons"

We have an RTFM knowledge base that is really good for those situations where one tech fixes something, but hasn't had time to tell the other - that gets updated, just not the jobs..

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